IT Infrastructure Service Excellence Lead (London or Amsterdam) Job ID 224393 Posted 25-Jun-2025 Service line Corporate Segment Role type Full-time Areas of Interest Digital & Technology/Information Technology Location(s) Amsterdam '- Noord-Holland - Netherlands, London - England - United Kingdom of Great Britain and Northern Ireland **IT infrastructure Service Excellence Lead** **London or Amsterdam** **Role Purpose** As the Service Excellence Lead you will be part of the D&T EMEA leadership team and will be fully accountable for defining and implementing the service excellence strategy across our level 1 and 2 IT support operation to deliver first class services to our business. You will support service management and improvement projects, developing process with the aim of improving productivity and efficiency in the team. You will build strong relationships with wider stakeholders and be responsible for customer service engagement and improvements. You will aim to provide a professional service for our business ensuring that all technical services are being delivered in line with organisation goals, quality, governance, and process. The IT Service Excellence Lead is essential for ensuring that IT services exceed expectations and will play a critical role in enhancing the overall quality and reliability of IT services across the organisation. **Our aim for the role -** Understand our business and make customer focus part of our team culture. Support the creation and development of processes with a service excellence focus. Equip our teams to deliver on excellence and measure that performance. The role will focus on key areas around - Business impacting issues escalation/resolution support Process development improving productivity and user support (focus on ServiceNow) Service Improvement projects both internal and vendor supplier services Team development **What you will be doing:** **Service Excellence** Engage with the business stakeholders to gather feedback on IT support services. Clearly communicate and document the agreed support levels and ensure they are understood by all relevant parties. Perform continuous assessments and audits of IT services to pinpoint areas needing enhancement. Develop and implement a service quality framework within IT processes to ensure consistent service improvement. Provide support across the business during technology transitions and organisational changes to minimise disruption and ensure smooth adaptation. **Service Exception Review (Business Escalations)** Conduct thorough investigations into reported concerns, establish clear criteria for service failures, and implement a structured process for reporting, reviewing, and resolving issues. Set up standards for feedback collection, assign ownership for support areas, and maintain detailed records of exceptions to ensure transparency and continuous improvement. Increase the visibility of significant issues, monitor the use of reporting processes, and implement measures to boost business confidence in D&T services by demonstrating a commitment to quality and resolution. **Joiners, Movers, and Leavers Process** Manage IT Asset Lifecycle: Regularly update IT asset ownership records, implement a CMDB, and establish trigger points for employee changes to ensure accurate asset tracking and management. Enhance IT Asset Accountability and Security: Collaborate with the loss/theft process team, hold staff accountable for IT assets, and ensure the retrieval of assets at the end of employment to minimise security risks. Support Efficient IT Operations: Provide accurate asset information for refresh cycle management and Capex planning, automate reporting for asset lifecycle management, and improve IT staff efficiency by maintaining up-to-date records. **Business Engagement** Facilitate regular communication channels, such as meetings and forums, to engage with business stakeholders and gather their input on IT infrastructure services. Design and implement Continuous Improvement (CI) reporting templates for targeted services, and create a strategy to systematically collect feedback from the business using suitable survey platforms. Assign regional leads to oversee user forums and improvement programmes, and ensure active participation and engagement from central IT Infra services to align IT strategy with business needs. **Problem Management** Utilise incident and request ticket information to prevent future problems, eliminate recurring incidents, and minimise the impact of unavoidable incidents. Conduct thorough analysis of ticket data from ServiceNow, develop a process for reviewing reported issues, and ensure responsible teams provide necessary insights such as Root Cause Analysis and Impact Analysis. Ensure all incidents are reported and recorded, assign service owners for each identified service area, and use a suitable reporting platform to track identified problems and their resolutions. **What you'll need:** ITIL Prince 2 Practitioner / PMP ITSM tools process review/development (ServiceNow an advantage) 5+ Years’ senior operational management within an IT support environment Excellent leadership skills Very strong interpersonal & relationship development skills Experience working in a global multifaceted organisation an advantage Experience of business change and transformation Excellent understanding of IT Services, Networking, Infrastructure Services, Asset Mgmt Excellent broad understanding of IT infrastructure (Wintel PCs, MS Office, SQL Server, LAN/WAN, VMware) Knowledge and practical experience of the ITIL service management framework Process development and mapping experience. ‪Budget management experience‬‬‬ Project management (preferably qualified) Working at CBRE When you join CBRE you will have the support and resources of a global firm where an entrepreneurial mind-set is encouraged. You'll realize your potential with challenging work, fast-paced assignments, an environment of constant learning and commitment to results. To enable your success, we provide the best tools, training and leaders in the industry. Our collaborative culture is built on our RISE values and reflects the needs and perspectives of our clients and our people. Our work is guided by our North Star: Creating the real estate solutions of tomorrow, so businesses and people thrive. This informs everything we do—from diversity, equity, and inclusion to sustainability initiatives to workplace safety and wellbeing. At CBRE, we believe that the more perspectives we have, the more dimensions we see. We welcome people with different backgrounds and experiences across industries to apply for open positions even if you do not match every element of the required skills. To discover more about what it’s like to work at CBRE, visit Life at CBRE **About CBRE** CBRE Group, Inc. (NYSE:CBRE), a Fortune 500 and S&P 500 company headquartered in Dallas, is the world’s largest commercial real estate services and investment firm (based on 2024 revenue). The company has more than 140,000 employees (including Turner & Townsend employees) serving clients in more than 100 countries. CBRE serves a diverse range of clients with an integrated suite of services, including facilities, transaction and project management; property management; investment management; appraisal and valuation; property leasing; strategic consulting; property sales; mortgage services and development services. Please visit our website at www.cbre.com. **Equal Opportunities** We are an equal opportunities employer and do not discriminate on the grounds of gender, sexual orientation, marital or civil partner status, pregnancy or maternity, gender reassignment, race, colour, nationality, ethnic or national origin, religion or belief, disability or age. For information about accommodations we can make during the recruitment process, please visit: https://www.cbre.co.uk/careers/accommodations At CBRE, we are committed to fostering a culture where everyone feels they belong. We value diverse perspectives and experiences, and we welcome all applications. CBRE, Inc. is an Equal Opportunity and Affirmative Action Employer (Women/Minorities/Persons with Disabilities/US Veterans)